FCKH8 insults customers – who want their money back or what they bought

24 Feb

FCKH8, an organization built on the premise of tolerance, turns out to be extremely intolerant when it comes to their money. Specifically when it comes to parting with their money after they screw over customers that shop in their online store. The concept behind FCKH8 is a good one – even if it is delivered in what is a pretty abrasive manner for most people. For anyone not acquainted with them, they are an organization based on fighting any organizations or individuals that are determined to be haters to the LGBT community. I can get behind that – it’s why my family and most other LGBT families we know try to throw some support behind them – until recently at least.

FCKH8 stays in operation by selling merchandise – mostly tee-shirts. Whatever you get from them is horrifically overpriced, particularly when considering the quality, but we like many others still got behind them because it was an organization supportive of our community. Admittedly, we didn’t buy from them often because like I said – it’s overpriced crap. However we knew that going in so we couldn’t be angry about that. When they had a sale in the summer that made their tee-shirts reasonably priced, we decided to pick a couple more up. This is when we got a first hand introduction to how terrible these people really are when it comes to customer care as well as quality.

We ordered 2 shirts women’s XL’s. We ordered the same size before and they fit just fine. All our info was on file. This should be easy. But a month passed and the notice our order was shipping soon was already looking suspicious. We emailed to check on it. Turns out, they didn’t have the shirts in stock at all. Actually, they supposedly sold out weeks earlier. They were going to get more, sometime, and when they did they would send them to us. We said we’d wait a couple more weeks. Weeks passed – it was now Halloween and there were still no shirts. Again, the FCKH8 rep apologized over and over, we’re working on getting some stuff in, we’ll send them right out.

Christmas arrived and the shirts still had not arrived. We asked for a refund and they said that would work. No refund came though. Finally, Valentine’s Day came and so did the shirts in lieu of the refund. Not actually what we ordered though. We got what, after breaking out the measuring tape, turned out to be a small, not an XL and a junior’s at that – not a women’s. Our 12 year old MIGHT be able to squeeze into one, but once they get washed forget about it. And that’s assuming they don’t fall apart in the wash beforehand.

We contacted FCKH8 about this but no one seems to pick up their phone, and when they do it’s like talking to a kid that only knows how to ineffectually apologize and not fix anything. Here is a bit of a recent exchange with them so you can see how they handle problems in their chat server.

2/19/2012 9:43:52 PM I ordered shirts late last summer when you first ran the $9.99 shirt sale.

After several months, I inquired about the shirts and was told a new printing was going to have to be done because they were out of stock.

After several more months, I inquired again and was told the shirts were discontinued and I would have a refund in my account after a few days.

A week later, no refund. I emailed again – no reply.

Then a package arrived – with the 2 shirts ordered which I had been told were not available.

I had ordered extra large for myself and my partner, although we are not large women, because I know sizing runs small.

The shirts I received had the extra large tag, but barely fit my 90 lb, 5 foot 2 prepubescent daughter.

I’m pissed. I support FckH8. I have made purchases in the past even when it was hard on my pocketbook, and jumped at the chance to afford shirts for myself and my partner. I am completely unhappy and disappointed in the service, communication, and product.

I want a refund. If you want the tiny shirts back, I also want the shipping for the return paid. I think after half a year of dealing with this issue, I deserve more than that, but that is the minimum I will accept.
Staff (Michael C)
2/21/2012 10:00:57 AM We can refund you, but you would need to send the shirts back first, I am sorry. I will then gladly refund you for it.
2/21/2012 10:04:40 AM To ship the shirts back would cost almost as much as the refund since I do not have a business account with either UPS or FedEx. I was told I was getting a refund and would NOT be shipped the shirts as they were not available, and agreed to that – and then instead you shipped these undersized, mis-labeled shirts to me which are no use whatsoever. This is getting ridiculous.
Staff (Michael C)
2/21/2012 10:27:03 AM The shirts you did order were women’s fitted. There is a size chart on our site that explains how those shirts would fit accurately. We ended up getting them back in to fulfill the orders that we were behind on that is why it still went out.
2/21/2012 10:33:13 AM And the shirts laid out on my bed right now measure 18 horizontally across the chest and 27 vertically. A size small according to your own chart. Which is why I said they were obviously MISLABELED as they would barely fit my 12 year old daughter. Geez.

2/21/2012 10:35:50 AM Would you like me to email you a photo of one of the shirts laid out with a tape measure?

We called FCKH8 again and this time we got Michael C. whom we had on chat. Rather than try to find a resolution that actually works, he got pissy and started claiming we didn’t know how to read a size chart. Then it was an issue of us being stupid because in the apparel industry, anything that is labeled women’s is actually juniors and we should know that is the case and order three sizes larger than we think we need. That is news to us. A size up – yes. 3 sizes up? On what freakin’ planet?

And as discussed above, the only approved way to ship back to them is FedEx or UPS, for whatever reason, according to Michael C, so in order to return the shirts we were not supposed to receive after 6 months of total failure on their part to do anything resembling filling our order was to spend more money! The cost to return the shirts would eat a fair portion of what we should have gotten back because – btw – they don’t refund shipping costs even if they screw up, so that was another loss to eat.

But it’s not just us getting FCKD by FCKH8….

From Aknee J. — “on October 12th I ordered a tshirt, two buttons and two bracelets. On October 20th it said it was being shipped. Two weeks later called to see why the tracking info said it wasn’t shipped. They said it would ship by the end of the week, in time to give to my gf for her birthday. Two weeks later it still did not ship. I called to cancel and they said it went to the warehouse to ship. I’ve emailed and called every week since and they claim it will ship by the end of the week. Took my money October 12th and now, December 26th, it still has not shipped. They refuse to refund my money, calling the better business bureau today!”

Rachel G. — “I ordered a $45 hoodie from them. It has been 6 WEEKS and I still haven’t received it. I demanded a refund and they refunded half of my purchase and promised me it would go out within the week. That was 3 weeks ago. Absolutely ridiculous.”

Complaints go back to December of 2009 for failure to deliver goods, delivering the wrong goods, delivering the goods months after ordering rather than weeks or delivering damaged goods. Contrary to popular belief, FCKH8 is not a non-profit – the company that makes their videos is. FCKH8 is a for profit machine so they are beyond fair game. Look up the complaints against them and how they handle them. For an organization that is supposed to be anti-bullying and all about tolerance – they bully the hell out of people and then treat them like crap.

It just goes to show, just because the message is good doesn’t mean the messenger isn’t an a-hole.

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